Technical Update: Cloud Certificate Issue, Nov 4th 2025
1. Overview
On November 4th, 2025, Neat identified an issue in the cloud environment related to an expired intermediate certificate authority (CA) certificate. The issue affected certain device-to-cloud communications, primarily impacting new device setups and services that rely on secure certificate validation.
This update outlines the timeline, impact, root cause, and resolution steps taken to restore full functionality.
2. Incident Timeline
Start time: 12:23 CET, November 4th, 2025
Resolution time: 06:21 CET, November 5th, 2025
During this period, newly set up Neat devices and some existing devices experienced limited functionality when attempting to communicate with specific cloud services.
3. Impact
The issue primarily affected new device setups and cloud-based features. Impacted areas included:
- Feature toggling – devices were unable to obtain the necessary token to communicate with the Feature Toggle service
- Metrics posting – devices were unable to report usage metrics
- Google Meet EFTs – some devices were unable to authenticate or start meetings
These issues could manifest in different ways, such as being unable to add additional Centers, select BYOD mode during out-of-box setup, or complete specific provisioning steps.
4. Resolution
The problem was resolved at 6:31am CET on November 5th 2025 by issuing a new intermediate CA certificate, which restored secure communication with all affected cloud services. Normal operation resumed after full certificate propagation.
5. Troubleshooting and Support
For any technical issues or further assistance, please contact Neat Technical Support using Pulse or via: